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LiveChat screenshot

What is LiveChat?

LiveChat is a customer support platform that lets you respond to visitors on your website in real time. It works through a chat widget that appears on your pages, allowing customers to ask questions without leaving your site. You can manage conversations from a dashboard, mobile app, or desktop client, and handle multiple chats simultaneously. The tool is designed for small to medium-sized businesses that want to offer immediate support without the overhead of a full call centre. It includes features for routing conversations to the right team members, sharing canned responses to speed up replies, and tracking customer behaviour to personalise interactions.

Key Features

Live chat widget

embeddable chat box that appears on your website for real-time conversations

Mobile app management

respond to customers from iOS and Android apps when away from your desk

Conversation routing

assign chats to specific team members based on department or skill

Canned responses

save common answers to send quickly without retyping

Pre-chat surveys

gather customer information before a chat begins

Chat history and analytics

track conversations and measure response times and satisfaction

Pros & Cons

Advantages

  • Freemium model means you can start without paying anything
  • Mobile apps let your team answer customers from anywhere
  • Easy to set up and install on most website platforms
  • Decent reporting tools to measure team performance

Limitations

  • Free tier has limitations on features and team members
  • Can feel crowded with chat windows if you have many simultaneous conversations
  • Customisation options may be limited compared to enterprise-grade platforms

Use Cases

E-commerce shops answering product questions during browsing

SaaS companies providing onboarding support to new users

Service businesses qualifying leads before a sales call

Support teams offering after-sales help without a dedicated phone line